Starbucks is reversing its open-door policy, requiring customers to make a purchase to use its restroom facilities or stay in its cafes across North America, effective January 27. This change is part of CEO Brian Niccol’s strategy to prioritize paying customers and improve the cafe experience amid declining sales and safety concerns.
The new code of conduct also bans antisocial behaviors such as panhandling, smoking, and drug use, and warns violators may be asked to leave with possible law enforcement involvement. These policies will be posted in all 10,000 company-owned stores across North America, not including locations housed in airports or department stores.
This policy reversal comes after a 2018 incident where two Black men were arrested after loitering for several hours in a Philadelphia Starbucks without buying anything, prompting the previous inclusive policy to avoid discrimination. That particular Starbucks had a policy of asking non-paying individuals to leave, but the incident left the entire franchise with a black eye and sparked protests and boycotts by activist groups.
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Starbucks spokesperson Jaci Anderson emphasized that the changes aim to create a better environment for paying customers, reflecting a shift towards prioritizing customer safety and comfort amidst ongoing issues with unruly behavior.
“We want everyone to feel welcome and comfortable in our stores. Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit,” said Anderson.
“This means our cafes, patios, and restrooms are for customers and partners,” she continued. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of a broader set of changes we are making to enhance the cafe experience as we work to get back to Starbucks.”
Employees will receive training to enforce these new rules, which aim to make Starbucks an inviting community coffeehouse once more. The company is also incentivizing in-store orders by offering perks like free coffee refills.
Since taking over as CEO, Niccol has faced pressure to improve sales and customer traffic. In 2022, Starbucks closed 16 locations due to safety concerns, marking an urgent need for a revised approach to customer conduct in its stores.
Connor Walcott is the lead writer for Valuetainment.com. Follow Connor on X and look for him on VT’s “The Unusual Suspects.”
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